Social escalation rules
Use the Social Escalation Rules page to create escalation rules to route the communication opened by the users on X forums. You can create up to 25 escalation rules across all integration platforms. For more information about creating integrations under each platform, see About third-party messaging.
To view the fields and its descriptions in the Social Escalation Rules page, click Show table.
Field | Definition |
---|---|
Division |
Displays the division under which the social escalation rule was created. |
Delete |
Remove one or more selected rules. For more information about deleting a social escalation rule, see the Delete a social escalation rule section of this article. |
Set Status |
Set the status of the social escalation rule. You can set either of the options as the social escalation rule status.
|
Update the list of escalation rules available in this page. |
|
Add Rule |
Opens the New Escalation Rule page. For more information about adding a new escalation rule, see the Add new escalation rule section of this article. |
Priority |
The priority set for the escalation rule. |
Name |
The name of the escalation rule. |
Date Created |
The date that the escalation rule was created. |
Date Modified |
The date that the escalation rule was last modified. |
Status |
The status of the escalation rule. The status of the rule is set using the Status field above the table. |
More |
To view the edit and delete options, click More available in the last column. For more information about editing and deleting escalation rules, see the corresponding sections in this article. |
From the Social Escalation Rules page, you can perform the following actions. Click each section to learn more.
- Click Admin.
- Under Message, click Social Escalation Rules.
- In the Social Listening Rules page, click Add Rule.
- The New Escalation Rules page appears. In the Name field, enter the escalation rule name. The maximum number of characters that you can use for the name is 50.
- (Optional) In the Description field, enter a brief description.
- In the Platforms section, select the integration that the escalation rule should apply for each platform. To save this rule, select at least one integration.
- In the Define the Rule Details section, perform any of the following steps and then click Add Condition:
- In the Post Includes field, add the keyword or condition. You can further refine your entry by adding more conditions.
- In the Post Also Includes field, add other keywords or conditions.
- In the Post does not include field, add the keywords that you do not want to be part of the results.
- To delete any of the conditions, click the Delete icon.
- In the Additional Rule Details section, perform any of the following steps:
- In the Post Locations field, select one or more locations.
- In the Post Languages field, select one or more languages.
- In the Post Sentiment field, select one or more sentiments.
- Click Save.
Genesys Cloud adds the new escalation rule to the Social Escalation Rules page. You can create up to 25 social listening topics for all integrations.
To view the social escalation rules details, perform the following steps:
- Click Admin.
- Under Message, click Social Escalation Rules.
- In the Social Escalation Rules page, click an escalation rule from the list.
The details of the selected social escalation rule appear.
To delete a social escalation rule, perform the following steps:
- Click Admin.
- Under Message, click Social Escalation Rules.
- In the Social Escalation Rules page, select an escalation rule from the list.
- Click More . The Edit and Delete options appear.
- Click Delete.
You can also delete an escalation rule by selecting the checkbox next to a topic and clicking the Delete button available above the table.
To edit a social escalation rule, perform the following steps:
- Click Admin.
- Under Message, click Social Escalation Rules.
- In the Social Escalation Rules page, select an escalation rule from the list.
- Click More . The Edit and Delete options appear.
- Click Edit.
- Update the details in the page as required.
- Click Update.
To set a status for an escalation rule, perform the following steps:
- Click Admin.
- Under Message, click Social Escalation Rules.
- In the Social Escalation Rules page, select an escalation rule from the list.
- The Set Status field above the table becomes available for selection. Click to set a status for the data ingestion rule. You can set the status of this field to:
- Active. The default setting for this field. This setting indicates that the escalation rule is active and you receive all communication for the escalation rule.
- Paused. When you set this field to pause, all communication for the escalation rule pauses.